Online Orders

Online orders are processed as they are placed at the site. If you are placing your order after 5 pm EST, it will be processed the following day. Orders are not shipped on Saturdays or Sundays. The shipment schedule is based on the date your order is received. You will receive an email receipt when you place the order. You may use the order number on that receipt to request order tracking.

Please ensure that your billing information matches the information on file with your credit card company. Otherwise, your order may be declined.  More information about declines and authorization holds is available in our customer credit information section.

Shipping

Our primary freight carrier is UPS. For larger orders, we may utilize different freight carriers for delivery. Shipping costs are automatically calculated via an integrated UPS Ground interface with up to the minute freight rates. More information about shipping with freight carriers may be found on our shipping information page.

We do not ship to international destinations. Please note that we cannot ship to P.O. Boxes. You must provide a street address for your order. We are not responsible for delays caused by the delivery services due to weather or mechanical error and are not able to offer refunds for those reasons.

Orders are NOT shipped the same day they are received. Ship times vary by item, ranging from 1-2 business days for amenities up to four weeks for made-to-order spreads and some other linen items. If you do not see a ship time listed on the page where you order, please email before you order and we would be happy to give you a time frame.

Hotel Supplies-Online shipping calculations are determined by the weight of the order and the distance of the shipment at ground commercial rates. Transit times vary depending on destination.

All orders with a total less than $1,000 will be shipped "no signature required." The package will be left at the shipping address whether or not someone is there. We are not responsible if the package is lost or stolen after the delivery service leaves.

Returns

If you are not satisfied with merchandise purchased from Hotel Supplies-Online, you may return it within 30 days. The following policies apply:

Orders returned because of customer error will be charged an industry standard restocking fee of 30 percent. Merchandise must be unused and in the original carton with no items missing. Cost of return freight is the responsibility of the customer. Only UPS or FedEx returns will be accepted. If you wish us to arrange a call tag to pick up the return, this cost will be deducted from your refund.

All custom or special orders such as amenities, made-to-order items, logo or special-printed products, or items defaced or physically damaged by end-users cannot be returned unless it was our error in following your order instructions. Pillows are not accepted for return. Food and medicinal items also cannot be accepted for return. Exchanges are only for factory defect or order error on our part.

Please do not return anything to us without first contacting our customer service department between 9:00 AM and 5:00 PM EST Monday through Friday for return instructions.

Tape up the carton and boldly print upon the carton the RMA number given to you. Return via UPS or FedEx, or wait for the call tags as arranged with us.

As soon as the returned products have been received, we will credit your account or re-ship any replacement items.

To avoid returns, please check the screen and receipts at time of order to avoid having an order shipped that you ordered in error. Also, remember to inspect all packages when they arrive. Notify us immediately if you realize you need to make a return or exchange.

Never accept a shipment that is damaged. Refuse the shipment to the carrier and get a receipt. Notify us immediately and we will issue a new shipment. If the shipment is accepted, please notify us with a description of the damage, shortage, etc. so we can take care of it immediately.

Customer Privacy and Secure Shopping Information

We are committed to your privacy. We have developed strict guidelines for using the information gathered at our website. When you order, you provide us with your name, ZIP Code, e-mail address, and company name. We collect that contact information for the purpose of communication about your order, response to tracking requests, and provision to the shipper for any problems.

Hotel Supplies-Online does not condone spam or junk mail. Any correspondence will be specific to your needs as a customer. We answer questions and respond to comments via email. If you have a spam control program, please add our email address to your allowable email list. Our shopping receipts are automatically generated at purchase and are sent directly to the email address you provide. Please use an email address which can receive this type of receipt.

We DO NOT sell our customer list. 

Information is used only to contact you to resolve problems, or inform you of any back ordered Hotel Supplies-Online commercial products. If you submit an order via our secure online shopping cart system with your credit card, this information is sent directly to the bank server and is only used as it is intended to purchase merchandise.

When we acknowledge orders, we never publish credit card numbers in email. Email shall not be used to send Hotel Supplies-Online sensitive credit card information as it is not secure.  If you elect to be on our mailing list, then you may receive promotion emails or samples in the mail.

Privacy Policy Information

This is the official website of Hotel Supplies-Online. All content contained herein is the intellectual property of Hotel Supplies-Online. We are a hospitality supply company whose purpose is to provide the best quality products and the highest customer service both on and off the web. Our catalog of products contains amenities such as soap, shampoo, and personal care items. We carry hangers, luggage-racks, rollaway beds, and other items for hospitality, motel, and healthcare guest room convenience. Janitorial supply items, housekeeping products, and commercial paper products are also sold. We maintain a large line of sheets, pillowcases, towels, blankets, and other hospitality linens. All product descriptions and pictures are for the use of our customers. The following information is for the information and edification of the users of our site. Information or graphics contained within should not be used outside of this site without our express permission.

Contact Information

Customer Service Mailing Address:

4040 Northern Blvd

Montgomery, AL 36110

For other questions relating to customer service, shipping, returns or hospitality products information, please read our FAQs.

Phone, Fax and Email Contact Information:

sales@hotelsupplies-online.com

Phone: 215-554-3817

Fax: 775-855-9533